CCNG
OCTOBER 25, 2023
In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. For the full one hour Town Hall recording, visit the CCNG website, Programs, Town Hall Spotlights once released for non-members. Below are key points from this discussion.
CCNG
MAY 27, 2021
In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas. Identify Gaps or problems – Find the Problem Consultants conduct full 360 reviews of your contact center. This is what they do.
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CCNG
MAY 11, 2021
A recent CCNG panel webinar, Why Performance-Based Training Requires Automation , featuring Mike Roberts, Technology Leader for Learning at Citibank, who adopted simulations to automate role play and coaching exercises in 2020 and Trey Fischer, an industry-leading consultant, discussed today’s impact of automation on performance-based training.
CCNG
OCTOBER 29, 2021
In a recent CCNG Town Hall, Rick Denton helped walk the community through key elements of customer experience that were fundamental pre-pandemic as well as during the pandemic, and will remain fundamental post-pandemic. We’ve all heard how 2020 is the year everything changed. Use this time to double down on CX and emerge stronger tomorrow.
CCNG
SEPTEMBER 8, 2020
The video clip of Trey’s comments comes from a recent Town Hall meeting with members of CCNG. The six components include: Recruiting Onboarding New Hire Training Ongoing Training Feedback Quality Assurance Trey has led remote teams over the last fifteen years; including leading a recent contact center operation with over 900 remote agents.
CCNG
AUGUST 16, 2023
Is there an option to provide feedback after several months of use? There are pitfalls to this strategy. Has the product arrived yet? Has the customer used it enough to know if it’s satisfactory and meets their requirements?
CCNG
JUNE 14, 2023
Actively listening to customer feedback and observing their behavior can provide valuable insights into their emotional needs and help you tailor your products, services, and communication strategies accordingly. Analyze feedback to identify areas where you excel and those that may need improvement.
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